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1.Try dressing the polish wheel first. Should have or be able to get from the supplier a polish wheel compound kit.
2.Calibrate the unit and adjust wheel parameters. Will need a technician for that.
2.If either the finish wheel or the polish wheel are damaged you will need to replace them as a set as they need to have the same profile to get best results.

If you know how to calibrate the unit and have a calibration jig then I suppose you wouldn't need a technician.
If all that was needed was to dress the polish wheel then that is pretty straight forward user maintenance.
Probably a bigger hassle to just let it go without attention. If the issue is something other than dressing the polish wheel it will only get worse.

The edging and polishing wheel are sold in sets because they are a matched pair. Never change 1 wheel alone.
Santinelli uses a polishing liquid instead of a stone to polish the wheel, make sure you try that first. Hopefully nobody ruined the wheel using a stone on it.